Support Team Lead

Job Mandate:

As a Support Team Lead in the IT Operations & Support team, you will be the go-to person for all IT support questions and issues within the business. Our clients will come to know you as the person most responsible for delivering support initiatives to them and getting their issues resolved quickly. You will manage support operations by helping the team remove blockers, resolve challenging questions and at times, re-prioritize the focus in the queues to address new trends.

As a leader, you will also represent KORE’s customers and inspire others across the organization to help prioritize and address issues our customers face. Lastly, you will intuitively understand the experience and needs of application users and proactively help identify ways in which they can interact with IT software solutions to increase their productivity and results.

Job Details:

• Triage tickets/requests from clients in a timely manner and assign them to the appropriate queue or team member for resolution.
• Manage the ticket workflow, including prioritization and escalation, and follow tickets/requests through to resolution.
• Troubleshooting and managing incidents and problems as they arise. Ensuring service level and operational level agreements are met and maintained.
• Provide outstanding customer support and keep a pulse on the customer experience journey.
• Keep a calm and calculated approach to critical situations where quick response and resolution are important.
• Create and maintain Knowledge Base content relating to IT support
• Manage the creation of training documentation/videos as well as facilitate onboarding/training sessions to application users and new hires as needed
• Responsible for coaching, training, and developing new team members and providing performance feedback on a regular basis.
• Exemplify the characteristics and company values you are looking to develop in IT support team members.
• Monitor team support metrics to ensure team goals are on track and provide reporting as required to management.
• Work with the department manager and process architect to proactively discuss, plan, and implement process improvements and best practices that promote a positive customer experience.
• Communicates and informs the leadership team on what the most important issues and feature requests are and how we can address them.
• Managing and interacting with vendors in relation to IT support issues, enhancements, and implementation of changes as required.
• Manage application configuration and upgrades, and problem analysis and resolution for complex application problems, in conjunction with the users and external application or service suppliers where necessary.
• Improve application functionality and performance and provide suggestions for system and business improvements.
• Act as Lead Consultant on key projects to scope, prioritize and plan solutions.
• Being actively involved in cross-functional teams to assist in project planning, execution, and problem-solving inclusive of various technologies.
• Adherence to corporate policies, signed agreements with service/product providers, and other related operational guidelines.
• Build and maintain support-related reports/dashboard on a monthly or ad hoc bases
• Perform other related duties as assigned.

Minimum Required Technical Skills/Qualifications: 

• IT-related degree/diploma or equivalent in related field preferred
• Minimum of 5+ years support experience for software application
• Strong knowledge of all Windows-based operating systems
• Strong knowledge of PC based computer hardware
• Strong knowledge of Office 365 suite
• Intermediate networking knowledge

Minimum Required Behavioural/Soft Skills:

• Possesses outstanding written and verbal communication skills
• Ability to empathize with users and team members and quickly grasp the issues they're facing
• Ability to work independently in a fast-paced environment with little direct supervision
• Highly organized, detail-oriented, extremely responsive, and able to prioritize many tasks
• Self-motivated and takes the initiative
• Able to motivate a team, recognize the right talent and bring the best out of everyone
• Ability to empathize with users and team members and quickly grasp the issues they're facing

Working Conditions:

• Hybrid of remote work and office setting
• Office setting - Open, collaborative office space (may vary by location)
• Fast-paced environment with tight deadlines
• Reliable access to personal transportation is a requirement

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, HTS Engineering is an equal opportunity employer. HTS welcomes and encourages applications from Aboriginal people, visible minorities, women and people with disabilities. Accommodations are available upon request, for all aspects of the recruiting process.